The global service management firm was founded in Delft, in the Netherlands, over 20 years ago by two recent graduates,Wolter Smit and Frank Droogsma. Their goal was to help service providers – first IT departments and later facility suppliers or human resources management – to improve their customer service with simple,intuitive, adaptable and easy-to-use software. Their goal was to transform complex and chaotic service processes into organ-ised, coordinated and flexible actions. Since the two founders first got started, their company has grown rapidly: from two employees to 500, and from a single small office to 11 branches and 4,000 customers worldwide.